Walkthrough: Make Outbound Calls with 'Remove from List' Option

In this walkthrough we will make outbound calls using CALLMaster Out Dial functionality to play a message or fax a document depending on the call connect type. 

• If the call connect type is human, the called party will be played a message and be given the option to be removed from the list.
• If remove from the list option is selected, the number will be inserted in the OutcallSchedule-DontCall table and the OutcallSchedule record's Status field will be updated to 1 (Don't Call).
• If the call connect type is answering machine, the message will be played.
• If the call connect type is fax, a pre-defined document will be faxed to the called number.

This Sample Application is available for download.  Use link at the end of this walkthrough to download and install sample application.

Walkthrough Overview

In this walkthrough, you will:

1. Set System Parameters;
2. Set Dialogic Parameters;
3. Create Fax Record;
4. Create Audiotex Records and Associated Scripts;
5. Define entry in the IVR Application List for the new custom IVR;
6. Set Ports.

During this walkthrough, you will learn to do the following:

• Configure CALLMaster to answer in Audiotex mode;
• Get input using the Audiotex Module Action 'Touch Tone Table';
• Get value of system variables from the OutcallSchedule record;
• Use CALLBasic database commands to Insert and Update a record;
• Distinguish between a human, answering machine and fax connection;
• Use CALLBasic commands including FaxSend;
• Make Audiotex recordings;
• Handle caller hang up and call failure.

Prerequisites and Assumptions

• CALLMaster software installed and running with the Dialogic board installed and configured.  For more information, see Installation and Setup;
• A working knowledge of CALLMaster Manager.  Specifically how to add, delete and edit records;

• Phone lines enabled and connected to CALLMaster;
• Activate Out Dial process by adding flag "ODS" to the System Parameters 'System Setting' field.
• Numbers to be called imported to the CALLMaster OutcallSchedule table, with required fields - Dialing Prefix, Area Code and Phone Number.  All other fields could have the default values or you can upload custom values as part of the import process.   See OutcallSchedule Record for details.
• Incorporate records from the OutcallSchedule-DontCall table to mark records with Status 1 (Don't Call) during the import process.

Set System Parameters

As we are using Out Dial, we need to make sure that the System Parameters - Local Dialing Prefix, Long Distance Dialing Prefix, System's Area Code and System's Phone Number have the correct values for your environment.  We also need to set the time that CALLMaster can 'Start Calling at' and needs to 'Stop Calling at'.
As we want CALLMaster to continuously attempt outbound calls and reduce the sleep default time from 30 seconds to 3 seconds, we will add flags 'OCNV'  and 'OSST3 in the System Flags field. 
As we want to leave a message if call receives an answering machine connect, we need to adjust the Parameter Record Max Silence (see Out Dial - Human/Answering Machine/Fax Detection for details).

Open the CALLMaster Manager. Click on Parameters, then select System.  Double click on each of the parameters to change their values as needed.  See System Parameters for details.

For this walkthrough we will assume the following values:

• Local Dialing Prefix - set to 9.
• Long Distance Dialing Prefix - set to 9,1,.
• System's Area Code - set to 914.
• System's Phone Number - set to 5555555.
• Start Calling At - set to 09:00:00
• Stop Calling At - set to 17:00:00
• Record Max Silence - set to 3.
• System Flags - set to OCNV OSST3 ODS

Set Dialogic Parameters

As we are using Out Dial and want to detect Human, Answering Machine and Fax connect, we need to adjust the several Dialogic Parameters (see Out Dial - Human/Answering Machine/Fax Detection for details).

Open the CALLMaster Manager. Click on Parameters, then select Dialogic.  Double click on each of the parameters to change their values as needed.

For this walkthrough we will assume the following values:

• NBRDNA - set to ‘8’;
• HEDGE - set to ‘Detect on TRAILING Edge’;
• INTFLG - set to ‘7’
• PAMDFAILTIME - set to ‘10’

Define Global Tone for Fax

For the Dialogic board to detect a fax tone, we need to define the tone settings in the Global Tones table.

Open the CALLMaster Manager. Click on Manage, then select Global Tones.  If there is an record for a Fax tone, then just verify the setting.  If not then Add a record to this table with values as below.

Create Fax Record

To fax a document, we need to create the document in the format required by the Dialogic board, and define the document in the Fax table.

The fax document needs to be in a Tiff-F format.  See Fax Overview for details. 
For this walkthrough, download the Fax Test Document as a sample document and save to a folder.

To define the document created above, open the CALLMaster Manager. Click on Manage, then select Faxes.  Add record using the Fax Test Document saved as the File to Send.
Note the Fax ID of the record added for use with the FaxSend command.

If you wish to fax various fax document, you may want to consider either:

• using a field in the OutcallSchedule record as an indicator to the fax document number and then use this indicator in the FaxSend command;
• use the Flags and FaxIDs fields in the OutcallSchedule record to specify the fax document and enable CALLMaster to fax out without using the FaxSend command.

See OutcallSchedule Record for details.

Create Audiotex Records and Associated Scripts

As all calls will be starting in Audiotex mode in this walkthrough, the Audiotex Modules will determine the call flow. 

In the Audiotex set-up,

If call result is a Connect and it receives a human or answering machine connect. 

- the called party will be played a message

- If connect type is human then the called party will be given the option to "Press 1 to be removed from the List".  If the called party enters a 1 then the OutcallSchedule record Status field will be updated to 1 - Don't call and the number called will be added to OutcallSchedule-DontCall table.

If call result is Fax then a document defined in the Fax table will be faxed to the called party.

NOTE: the Audiotex application will only get processing control if the call results in a connect (i.e. $CR = 10).  If the call does not result in a connect, then the call is reset based on the busy/no answer/no confirm retry values from the OutcallSchedule record.

We will need to create several Audiotex records as shown below.  The Label field provides a brief description of each module.  

Audiotex Module Description

• Module 100 is the starting module.  We will use this module to initialize variables using script InitializeVal.bas.  In particular we want to set local variables to the Out Dial system variables returned by CALLMaster.  We will set the system variable lctrap to an Audiotex module ID to send caller if they hang-up. We also want to define a variable (strCMConnection) for the connection string required to read the CALLMasterSQL database.  You will need to change the connection string for your environment settings. 
• Module 110 will perform call analysis to determine if it is a human, answering machine, or fax response. 
  • If human connect detected, call control will return to Module 200 to play a message;
  • If answering machine connect detected, then a blank recording is made for up to 60 seconds or it detects continuous silence for duration of Record Max Silence System Parameter.  In our walkthrough, CALLMaster will require 3 seconds of silence after the answering machine greeting before returning call control to module 300 to play the message;
  • If fax connect detected, call control will return to Module 400 to fax document;
  • If none of the above, call control will return to 500.
• Module 200 will just play the Audiotex message and go to module 210 (next module ID).
• Module 210 has Module Action 'Touch Tone Table' requiring a 1 digit input (response length set to 1). This type of module is used to offer caller options and get a corresponding touch tone input.  This module offers the caller 1 option requiring a valid touch tone input of 1.  The caller will be directed to module 220 if they enter 1.  If they enter any other touch tone key, they will be directed to module 290.  As a Touch Tone Table' Module Action, at the end of the module recording, CALLMaster will play prompt 245 "press * to repeat", giving the caller 3 attempts to enter any touch tone key (does not have to be a valid input).  If you want to give the caller 3 attempts to press any key but do not want to play this prompt, then you can replace the associated wav file with a null recording (see Replacing Recordings).  If you do not want to give the caller 3 attempts to enter any key, use the NTR code in the Audiotex record Label field.
• Module 220 will update the OutcallSchedule record with Status set to Don't Call (1) and will insert a record to the OutcallSchedule-Don'tCall table if remove from the list option selected.
• Module 290 and 291 is to notify the caller that they have entered an invalid option.  The associated script, CheckTryCount.bas, gives the caller 3 attempts to enter a valid option.  If the caller has not entered a valid option after 3 attempts, processing will be forwarded to module 9920.
• Module 300 will play the Audiotex message recorded for Answering Machine connection.
• Module 400 will fax document using the FaxSend CALLBasic command.  The phone number is used only for reference purposes and not to make a call.  We will set it to the called area code and phone number.
• Module 9920 is used to notify caller that they have reached the maximum attempts allowed for a valid input.  The script associated with this module can be used to set flags and route processing as required.
• Modules 9900 and 9910 are required to handle call failure and capture caller hang-up respectively.  Both these modules can be used to set flags and route processing as required.

Based on the Audiotex modules shown above, we will need 6 scripts. 

Let's create the scripts first.  Open Notepad and create scripts following code examples below.  Remember to save them as .bas type files in the Program Files\CALLMaster\Scripts folder.

Now you can create the Audiotex modules and reference the scripts above.  Open the CALLMaster Manager, click on Manage, then select Audiotex.  Let's add the Audiotex records shown above.

Define IVR Application List Entry

We need to define the custom IVR in the IVR Application List and set it to Audiotex Start Module 100.  Open CALLMaster Manager and select Manage | IVR Application List.  Let's add a new record as follows:

Set Ports

As a last step, we need set the port(s) to the new IVR Application entry created above.  Make sure the Audiotex Start Module field (read only) correctly points to module 100.

Set the Port Greeting File IDs to the main greeting for all calls if you have recorded one.  If you do not want a main greeting then set the Greeting File IDs to zero. Leave all other fields to the default values. 

If you are working with a demo license or have only one line connected, then make sure the connected port is set as specified below.  All other ports should be set to Application 'Disabled'.

Test the custom application

Make sure you have set the CALLMasterSQL database connection string variable strCMConnection in the InitializeVal.bas script for your environment.

Save all your work. 

Stop CALLMaster service.

Make Administrator Audiotex Recordings:

-  Set Port 1 to Application Voice Mail.

-  Start CALLMaster service.

-  Make a call using Port 1.

-  Log in as the Administrator using the Voice Mail Main Menu and make recordings for the Audiotex modules below.

Reset Port 1 to Application Audiotex.  Set the Port Greeting File IDs to zeros.

Stop and Start CALLMaster service.

Make a phone call to test the application.

Tip: See Walkthrough: Change Application Without Restarting CALLMaster Service to set port to Voice Mail to make recording without stopping and restarting the CALLMaster service.

To download and install, see Sample Applications.